General
All items from Made by Kelly are handmade and personalised to order. By placing an order with us, you agree to the terms set out on this page.
These terms apply to all orders placed via WhatsApp with Made by Kelly. If you have any questions before ordering, please don't hesitate to get in touch.
Payment
100% payment is required upfront at the time of placing your order to secure your place in the order queue.
We accept payment securely through Stripe, which supports bank transfer, Apple Pay, Klarna and Clearpay. Your payment details are never stored by us.
Turnaround times
Orders are completed in the order they are received. Please allow the following turnaround times from the date your order is confirmed:
- Standard orders — 8 to 10 weeks
- Larger orders — up to 12 weeks
Turnaround times apply once order books are open. Kelly will always keep you updated on the progress of your order via WhatsApp.
If you have a specific date you need your order by (such as a wedding date), please mention this when placing your order so we can do our best to accommodate you.
Changes & add-ons
Add-ons and changes to your order may be made within 48 hours of placing your order.
After this window, changes can only be made if production has not yet begun on your items. Once printing or production has started, we are unable to make amendments.
Please double-check all personalisation details — names, dates, spellings and messages — before confirming your order, as changes after production has started may not be possible.
Personalisation
Due to the handmade and personalised nature of all items, slight variations may occur between items or from product photos. These are not considered a fault and are part of the handmade charm.
Made by Kelly will not be held responsible for errors in personal details (names, spellings, dates, messages) provided by the customer. Please ensure all details are correct when placing your order.
If you spot an error in the details you've sent, contact Kelly via WhatsApp as soon as possible — the sooner we know, the more likely we can correct it before production begins.
Quality & issues
All items are thoroughly inspected before being dispatched to ensure they meet our quality standards.
In the unlikely event that an item arrives damaged or defective, please contact Made by Kelly within 48 hours of receiving your order, providing clear photographic evidence of the issue.
We will always do our best to resolve any issues quickly and fairly. Valid claims will be assessed on a case-by-case basis.
Refunds
Because all items are personalised and made to order, we are unable to offer refunds or exchanges unless an item arrives damaged or defective.
Any refund requests must be made within 30 days of purchase. Please note that 20% of the total order value is non-refundable in all circumstances, as this covers materials and work already completed.
Refunds will not be issued for:
- Errors in personalisation details provided by the customer
- Minor natural variations in handmade items
- Change of mind after production has begun
Contact
If you have any questions about these terms, or need to discuss your order, please get in touch via WhatsApp — Kelly is always happy to help.
Thank you for supporting a small handmade business — it truly means everything. x